Tenant Satisfaction Survey 2023
In October and November 2023 many of you took part in our Tenant Satisfaction Survey.
About the survey
In October and November 2023 many of you took part in an important survey. The survey was carried out by telephone and online, by an independent market research company Acuity Research and Practice. It focused on how happy you are with the way Uttlesford District Council (Uttlesford DC) maintains your homes and delivers key services. The survey also collected the Tenant Satisfaction Measures as required by the Regulator of Social Housing.
The findings will provide a view of the main drivers behind satisfaction levels and the issues tenants are most concerned about informing Uttlesford District Council's future strategic and operational planning.
Detailed results
This report contains key survey results regarding tenants' opinions about their homes and the services received.
Overall service
Eight out of ten tenants are satisfied with the over service provided by Uttlesford DC (81%).
- 36% very satisfied
- 44% fairly satisfied
- 7% neither
- 7% fairly dissatisfied
- 6% very dissatisfied
The home and communal areas
Around four-fifths of tenants are satisfied that they are provided with a home that is well maintained (78%).
Six out of seven tenants are satisfied that Uttlesford DC provides a home is safe (86%).
Eight out of ten tenants with communal areas are satisfied that they are clean and well maintained (81%).
Repairs service
Two-thirds of tenants said that they had a repair carried out to their homes in the last 12 months (66%).
Eight out of ten of these tenants are satisfied with the overall repairs service from Uttlesford DC over the last 12 months (80%).
Slightly fewer tenants are satisfied with the time taken to complete their most recent repair after they reported it (77%).
The neighbourhood
Seven out of ten tenants are satisfied that Uttlesford DC makes a positive contribution to their neighbourhood (71%).
Seven out of ten tenants are satisfied that Uttlesford DC make,s a positive,e contribution to their ne1ighbourhood (71%).
Communications and engagement
Two-thirds of tenants are satisfied that Uttlesford DC listens to their views and acts upon them (66%).
Around six out of seven tenants are satisfied that they are kept informed about things that matter to them (85%).
Over four-fifths of tenants agree that Uttlesford DC treats them fairly and with respect (83%).
Eight out ten tenants are satisfied that Uttlesford DC is easy to deal with (80%).
Over four out of ten tenants who made a complaint in the last 12 months are satisfied with complaints handling (44%).
Wellbeing
Nine out of ten tenants are concerned about the cost of living crisis (89%).
53% are very concerned and 37%, are slightly concerned.
Just 11% of tenants are not at all concerned.
Three out of ten tenants said they currently have damp or mould issues in their homes (31%). Of these tenants, 63% have been contacted by the council, Uttlesford Norse or one of their contractors.
Tenants' comments
Finally, tenants were asked what one thing Uttlesford DC could do to improve its services and 462 tenants gave comments.
Tenants most frequently commented upon the repairs service, including the timescales to complete repairs and outstanding or forgotten repairs that have not been dealt with.
Tenants also mentioned communications and information, such as how they are !listened to, as well as home· improvements they would like.
Other tenants are happy with the services currently provided and had no improvement suggestions, instead giving positive comments.